Customer Care Service

JB Peterson

Phone: 208-***-****

*************@*****.***

Objective

Highly Skilled Business Operations Manager/Customer Care Analyst with global market experience in process improvement and procedural efficiency in Customer Care Call Centers. Successful in re-culturing and restructuring business programs and processes and reducing complexity of daily activities.

Implemented new business policies and procedures with effective controls, resulting in greater efficiency and consistency in the customer service department, saving $14M over 2 years in CSR handle time and account credits.

Cross Functional Teaming

Business Analytics

Key Performance Indicators

Customer Care Manager

Collaborative Culture

Compliance and Complaints

Employment History

Project Manager - Contractor

01/18 – Current

Lead team in the process of analyzing business requirements and developing solutions aligned with business strategies

Work closely with upper management to ensure the scope and direction of each project is on schedule and within budget

Delegate statistical analyses to quantify risk, using statistical analysis software

Spearhead corporate and departmental policies, procedures, and service standards in conjunction with management

Customer Service Supervisor - merQbiz (start up) Manhattan Beach, CA

12/2016 - 08/2017

Advised management concerning personnel, managerial, and customer care policies and practices and their potential effects on organizational effectiveness and efficiency

Partnered with cross functional teams to create standard operating business practices

Established rapport and trust in new relationships with external business owners, site leaders and outside vendors to ensure long-term partnerships

Spearheaded corporate or departmental policies, procedures, and service standards in conjunction with management

Customer Service Supervisor - Spireon Inc. Irvine, CA

11/2014 - 08/2016

Ensured timely, regular, and consistent communication to all impacted parties, such as change calendars, outage notices, trend reports, and action plans for 75-90 indirect staff and 8-10 direct staff. Established mechanism for regular and effective communications both within the customer care teams and across departments and created a focus on accountability and customer service for 24/7 operations.

Led and enabled operational excellence by pioneering a new Customer Care knowledge base and capacity building management of Customer Service department staff

Delegated leadership activities such as hiring, goal setting, performance management and appraisals, coaching, effective delegation of work and supervising staff participation in cross-functional teams

Managed simultaneous large-scale projects with an emphasis towards defect-free, on time, on-budget, and in-scope completion

Created and maintained documented processes, coupled with efficient and consistent work methodologies, that conform to and support audit, security and business continuity requirements

Customer Service Supervisor - 24-7 In Touch Aurora, CO

11/2013 - 09/2014

Oversight of multiple call center lines for Air BnB, Walmart and Netflix including technical support, customer service, retention, and back office work groups. Accountable for the management, development, and metric performance of customer service teams to ensure highest possible level of quality and customer satisfaction.

Responsible for employee lifecycle, including interviewing, training core job skills and coaching areas of opportunity

Trained and developed team members to successfully advance along their chosen career paths

Established rapport and trust in new relationships with external business owners, site leaders and outside vendors to ensure long-term partnerships

Implemented process changes that significantly increased customer satisfaction and lessened agent frustration

Manager of Global Business Operations - TeleTech Denver, CO

11/2010 - 01/2012

Lead customer, stakeholders and development team members in the process of

analyzing business requirements and developing solutions aligned with business and IT

strategies.

Identified and analyzed areas of potential risk to the assets

Delegated statistical analyses to quantify risk, using statistical analysis software or econometric models

Spearheaded corporate and departmental policies, procedures, and service standards in conjunction with management

Senior Business Process Analyst/Team Leader - DIRECTV Boise, ID/Denver, CO

10/2001 - 07/2010

Advised management concerning personnel, managerial, and customer care policies and

practices and their potential effects on organizational effectiveness and efficiency. Analyzed corporate intelligence data to identify trends, patterns, or warnings indicating customer care opportunities, including assets, information, or infrastructure.

Adhoc reports, documented processes from beginning to end

Built cross functional teams to review and refine recommendations for improvement after root cause analysis completed

Worked with upper management to review the resolutions and the ROI that could be attained if implemented

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